Service Now Admin/Developer
Acton, MA

Job Description

Position Summary

The ServiceNow Admin/Developer will be responsible for day-to-day technical development, project management, customization, reporting, and optimization of the new greenfield implementation of the ServiceNow Platform at Insulet Corporation. The ServiceNow Admin/Developer will be the technical lead for all ServiceNow core architecture including Service Catalog, Event, Incident, Problem, Change, Release, Asset, CMDB, Discovery, Knowledge, SecOps, Advanced Analytics, and Self-Service Portal.

The ServiceNow Admin/Developer will work with the Global IT Service Delivery Team, the Global Infrastructure team, the Cyber Security Team, the Governance/Risk/Compliance team, and other IT Service Owners to understand the day-to day operations of the fast paced Enterprise IT Organization with the goal of fully capitalizing on and realizing the capabilities of the ServiceNow platform.

The ServiceNow Admin/Developer will be responsible for delivering highly automated, secure, managed, and scalable technical solutions enabling the Insulet IT organization to focus on continuously improving secure and compliant end user technology experience.

The ideal candidate will also understand the cybersecurity risks and implications of delivering IT services to a global and highly regulated company (HIPAA, Sarbanes-Oxley, CMR17, etc) that directly supports patients whose lives are affected by Diabetes. To continuously mitigate these cybersecurity risks the ServiceNow Administrator will work closely with the IT Service Delivery Manager, the Enterprise Cyber Security, and the Governance/Risk/Compliance team to design effective workflows and orchestrations.

Responsibilities

* Technical ownership of all ServiceNow administration and development activities including day-to-day management of the ServiceNow Platform
* Lead the successful and complete implementation of the ServiceNow ITSM platform
* Lead the successful and complete implementation of the ServiceNow SecOps platform
* Lead the identification & technical integration of various IT platforms and portals with ServiceNow
* Lead the identification & technical integration of ServiceNow Store Applications
* Lead the identification & technical development of ServiceNow Scripts, Workflows Orchestrations
* Lead the development and customization of forms, fields and tables
* Ensure IT Service Delivery team members are up-to-date on new and evolving potential uses and capabilities of the ServiceNow Platform(s)
* Monitor and maintain the health of the ServiceNow Platform including patching and release management
* Foster a culture of communication and continuous improvement around IT Service Delivery processes, tools, technologies, standards and overall performance of the IT Service Delivery team
* Support the IT Service Delivery Manager with the definition and design key ServiceDesk performance metrics
* Perform any additional duties as assigned by management including managing projects affecting support

Education and Experience

* ITIL Certification a strong plus
* ServiceNow Certification(s) a strong plus

Professional Experience

* 5+ years of hands on ServiceNow Platform experience
* 2+ years of direct ServiceNow Administration experience
* 2+ years of ServiceNow ITSM platform administration experience
* 2+ years of ServiceNow Scripting experience
* 2+ years of RESTful integration experience
* 2+ years of JavaScript, HTML & CSS experience

Skills / Competencies

* Ability to apply ITIL principles to an IT Service Delivery organization
* Ability to approach technical challenges from a business perspective
* Ability to meet and overcome the challenges of fast paced technical support environment while building a positive work relationship between IT, users and management
* Ability to provide professional communication and follow up of outstanding technical issues with team partners
* Excellent communication skills - both written and verbal with the ability to influence at all levels of the organization
* Strong organizational skills and ability to plan and prioritize work while responding flexibly to changing priorities
* Self-motivated and uses initiative to proactively resolve problems. Deals with conflicting priorities calmly, reliably, and effectively

Travel / Schedule

* Up to 10% US Travel Possible